Resident Manager in Leatherhead

This role serves as the heart of the neighbourhood community, acting as a key point of contact for residents. Engaging with residents daily, the role focuses on fostering relationships, building community spirit, and creating memorable experiences. The position is central to ensuring resident satisfaction by offering prompt, friendly assistance, managing day-to-day operations smoothly, and consistently delivering exceptional service.

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Key Responsibilities & Accountabilities

• Communicate effectively with residents, visitors, colleagues, couriers, and contractors, welcoming all residents and visitors with a warm and friendly approach in a professional manner.
• Challenge with confidence any unknown visitors in a personable and professional manner.
• Assist residents with all queries about premises facilities.
• Stay current with residents and neighbourhood activity providing recommendations to residents about the local area, attractions and upcoming events.
• Review and maintain Neighbourhood events diary.
• Maintain and update amenity reservations e.g. VIP events / arrangements / special requests. Manage amenity space reservations in a timely manner and according to our residents\' needs and expectations and monitor cleanliness, hygiene and standards paying great attention to every detail.
• Oversee parcel / postal delivery services ensuring that all rental boxes provided are used correctly and ensuring that residents are notified of deliveries awaiting collection.
• Support resident move-in / move-outs as instructed by Resident Management team.
• Support the Leasing team with any specific considerations for residents (pre-let) to ensure all works are executed on time (pre move-in).
• Track all defects and maintenance requests for the buildings and liaise and respond accurately to all questions from residents.
• Be aware of all premises operations and uphold general oversight of safety and compliance measures. Communicate effectively with all relevant teams to ensure a smooth running of premises operations.
• Undertake regular compliance inspections of the building to ensure all Fire, Health & Safety systems are always fully adhered to and ensure issues are dealt with immediately.
• Assist with daily shift handovers ensuring all outstanding issues are communicated effectively to ensure efficient handover and continuation of investigations into finding resolutions.
• Review and analyse the service levels provided on a weekly/monthly basis, identify and implement any opportunities to improve.
• Attend all regular meetings as required and fulfil any additional / ad hoc duties as required.

Qualifications & Experience

• Proven track record of strong customer service experience within residential and/or service sectors is essential.
• Sharp computer skills, including all Microsoft Office applications and systems knowledge e.g. Yardi / Hubspot (desirable)
• Good social media experience to support our activities on The Oakgate platforms, to support residential events

Key Skills & Competencies

• Excellent verbal and written communication skills
• Proven track record of outstanding customer service skills
• Enthusiastic approach to create an unparalleled service.
• Self-motivated / driven / pro-active / initiative / solutions driven.
• Excellent attention to detail and organised approach to work
• Ability to engage confidently and professionally with people (e.g. residents, colleagues, visitors).
• Demonstrate flexibility, adaptability and cooperation with residents and colleagues alike.
• Ability to work under pressure whilst remaining calm.